Head of Service Excellence

SUN LIFE INDONESIA; Jakarta Selatan; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

Sun Life Indonesia seeks a Head of Service Excellence to drive transformation in Client Services and Operations. The role leads process simplification, automation, and Lean/Six Sigma programs while governing portfolios, change management and benefit realization.

The candidate will advance straight-through processing, digital adoption and operational controls, building a high-performance team and strong partnerships across Technology, Risk and Compliance.

Qualifications

• Bachelor’s degree is required; a master’s degree is an advantage.
• Minimum 10 years of experience in Operations, Service Excellence, Process Improvement, PMO, Transformation or Business Consulting.
• Experience leading teams and managing a portfolio of improvement or automation initiatives.
• Technical Competencies include Service Excellence, Lean/Six Sigma, Process Automation, Data Analytics and Change Management.

Responsibilities

• Lead the Service Excellence function to accelerate transformation within Client Services and Operations through process simplification, automation, standardization and Lean/Six Sigma methods.
• Govern governance for service excellence initiatives, portfolio and projects; manage change and benefits realization.
• Drive straight-through processing, automation, digital adoption and operational controls.
• Oversee Citizen Development governance, solution controls and adoption plans.
• Develop and govern the Service Excellence strategy and roadmap aligned with objectives.

Skills

Service Excellence

Business Process Reengineering

Lean/Six Sigma

Process Automation

STP Improvement

PMO Governance

Change Management

Citizen Development

Data Analytics

Benefits Realization

Education

Bachelor's degree

Master's degree advantageous

Job description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description

Head of Service Excellence

• Lead the Service Excellence function to accelerate transformation within Client Services and Operations through process simplification, automation, standardization, Lean and Six Sigma based business process reengineering, and the Citizen Development program. The role ensures initiatives are prioritized, governed and delivered as measurable outcomes supporting objectives for straight-through processing, productivity, digital adoption, service quality, turnaround time and operational controls
• Service excellence and transformation governance
• Business process reengineering and Lean and Six Sigma methods
• Process automation and straight-through processing
• Citizen Development and low-code solution governance
• Portfolio and project management governance
• Change management and benefits realization
• Data analytics, performance measurement and operational controls
• Education: Bachelor’s degree; a master’s degree is an advantage.
• Experience: Minimum 10 years of experience in Operations, Service Excellence, Process Improvement, PMO, Transformation, or Business Consulting, including experience leading teams and managing a portfolio of improvement or automation initiatives.
• Technical Competencies: Service Excellence, Business Process Reengineering, Lean/Six Sigma, Process Automation, STP Improvement, PMO Governance, Change Management, Citizen Development, Data Analytics, Benefits Realization.
• Leadership Competencies: Strategic Thinking, Customer Focus, Driving Results, Stakeholder Management, Change Leadership, Developing Talent, Collaboration, Innovation Mindset
• Define and govern the Service Excellence strategy and roadmap, aligning transformation priorities, expected benefits and delivery governance with Client Services and Operations objectives.
• Lead straight-through processing, automation and digital adoption initiatives to reduce manual effort, improve control effectiveness and increase scalable service delivery.
• Direct business process reengineering and continuous improvement using Lean and Six Sigma methods to simplify end-to-end processes and improve customer and operational outcomes.
• Lead the Citizen Development program by establishing governance, capability building, solution controls, adoption plans and benefit realization for business-led automation.
• Oversee the Service Excellence initiative portfolio, change management and benefit realization, including delivery progress, dependencies, risks, issues and adoption.
• Develop the Service Excellence team and maintain effective partnerships with Client Services functions, Technology, Risk, Compliance and other stakeholders to deliver sustainable change.

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

Job Category

Customer Service / Operations

Posting End Date

29/09/2026